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    Delivery Excellence and Transformation Case Studies

    Our client success stories
    delivery-excellence-and-transformation

    German engineering GCC in India: cognitive quality

    Internet Business Digital technology Network and cybersecurity of data center with engineer working in a server room computer Data analytics troubleshooting with a programmer : Generative AI

    1. A matured GCC in India on its journey of transformation has planned to digitise its business and delivery processes
    2. It is a global technology hub for the enterprise and owns and manages IT/technology solutions for its engineering and services business in Germany

    1. Work flow automation and automated custom dashboards for governance Realtime KPIs and MIS
    2. Recommender engines depicting process health and propose set of actions that can be taken
    3. Auto data scanning and highlighting potential discrepancies

    1. Optimize cost of quality and utilize FTEs in designing and building new processes over compliance tracking
    2. Enable value over compliance
    3. Insights driven processes

    1. No Code Low Code framework for automated random stratification and sampling, ML data models, NLP engines, process modelling tools, Outcome

    1. The solution post demonstration of value has been scaled to be implemented in10 GBUS, while the initial scope was 2 GBUS
    2. FTE savings of 25% recorded in the first year of deployment in 2 GBUS Early warning signals led to stakeholder satisfaction score

    US healthcare GCC in India: redefining operating model

    delivery-excellence-and-transformation

    1. A young GCC in India grew to 20000+ headcount in 4 years time
    2. Leadership focus is to be the tech hub for business and out scale existing tech vendors through building people and tech capabilities

    1. Redefining delivery & quality operating model for better integration on goals, processes, capabilities among business and GCC organisation
    2. Redefining KPIs and build governance strategy for operating as ONE enterprise
    3. Adopt Industry practices to drive quality and throughput

    1. One unified understanding of quality, productivity and throughput
    2. One enterprise - one KPIs - one processes - one governance

    1. Operating model benchmarking and industry insights, primary and secondary research, house of quality, SWE-BOK, SQUALE, SAFe, ITSM, EFQM, CMMI, lean practices, stochastic forecasting models using continuous and discreet event simulation methods, estimation methods

    1. Integrated delivery and quality engineering organization structure, KPIs
    2. Robust knowledge management system architecture and secured design and coding practices Continual improvement and innovation approach/tools
    3. 30% reduction in cost of quality

    Canadian insurance GCC in India: delivering GCC leadership OKRs

    Happy mid aged business woman manager handshaking at office meeting. Smiling female hr hiring recruit at job interview, bank or insurance agent, lawyer making contract deal with client at work.

    1. A matured GCC in India on its next leap of growth - technology and headcount wise
    2. It is considered as the global IT center and Asia service center supporting business stakeholders and CIOs across Canada and Asia with technology solutions

    1. Process digitization and workflow automation for better and faster adoption and compliance of processes
    2. Building enterprise information management system to drive real time insights with predictive and prescriptive capabilities
    3. Build and promote CoEs as enablers to service lines to drive value

    1. Optimize cost of delivery
    2. Focus on innovations and transformations over operations
    3. Build tool and process capabilities and drive projects with targeted 20-30% reduced cost

    1. No Code - Low Code framework, ML data models, NLP engines, process modelling tools, BSC-OKRS, value stream maps, SIPOC

    1. 2 CoEs built and made operational. Solutions developed and socialized with business stakeholders with an acceptance rate of 82%. 4 out of 7 solutions proposed and demonstrated are getting deployed Process digitization undertaken as part of DE ways -of-working with net savings of 35% reduction in capacity savings forecasted over next 2 years

    FMCG NPD

    Document management concept, Businesswomen check electronic documents on digital documents on virtual screen Document Management System and process automation to efficiently document paperless operate

    1. Indian arm of an American multinational food manufacturing company headquartered in Battle Creek, Michigan, United States

    1. An international food brand, been in India for a while, wants to establish a strong mark in the minds of the consumers by launching a new product that can become a go to product for breakfast in a middle-class household. Ask - what to launch next. a new product that will resonate with the consumers at a deeper level

    1. Category defining product with deep rooted consumer linkage
    2. Pan India applicability
    3. Clear fit into current portfolio as well as distribution network

    1. Ethnographic immersion, brand study, innovation next, customer centric design, brand strategy, experience design

    1. • Clear leap in consumer understanding, how the idea of breakfast changes meaning in different parts of India
    2. Brand reach extension across their products
    3. Cross product insight pool with deep mapping of consumption of the category

    The 5-day ESG Initiative

    ESG

    1. For profit social venture dedicated to improving basic life amenities in rural India

    1. The client is a for-profit social venture, planning to provide/retail clean drinking water in villages
    2. Ask: service and experience design

    1. The design research was pre- conducted by client based on the parameters defined
    2. The 5 day innovation sprint:
      • Day one - user understanding and insight mapping. Creating a promise
      • Day two - experience journey and service design
      • Day three - service detailing - process and policy, digital solutions and pas, product design
      • Day four-testing and feed back - final service design/concept prototype
      • Day five - business model canvas and communication/culture design blueprint
    3. Change management to create new supply chain organization from job roles and structures to planning and scheduling
    4. Implemented a modern supply chain planning solution and enabling control tower globally to power the new demand and supply planning processes

    1. Culture design, customer centric design, service design, experience design, process Innovation

    1. Form idea to solution prototype in 5 days
    2. Protype helped them generate grants and equity fund

    Customer experience design

    1. A Japanese public multinational conglomerate manufacturer of automobiles, motorcycles, and power equipment, headquartered in Japan

    1. The client is one of the largest automobile brands in the world
    2. Ask: to digital transformation the customer life cycle journey, bringing empathy and efficiency in customer service

    1. Experience design workshop (2 days) to design the customer life cycle (consideration-purchase-service-resale)
      • Better testing planning
      • Connected car and service
      • Predictive maintenance and real time alert
      • Real time assistance and support
      • Predictive scheduling and stocking

    1. Digital transformation, process innovation, experience innovation

    1. Expected to reduce customer response time and improve the service TAT
    2. Anytime customer support
    3. Data base for improvement, cross-sell

    Culture design for gen-Z

    Diverse, multiracial creative team of people in the office, happy employees and ceo having brainstorming meeting, concept of teamwork and collaboration in business, healthy working environment.

    1. One of the largest multinational consulting and advisory firm

    1. The client is one of the largest multinational consulting and advisory firm
    2. Ask: to create a better culture to attract and retain the future workforce

    1. Culture design workshop with the HR team (2days)
    2. The gen-Z is an inspired workforce. How can we design rituals and policies to make them feel belonged, build aspiration and empower them?
    3. Segmentation and persona creation for better understanding with the user
    4. Mapping future trends across the employee journey and understanding the shift in the behaviour/its impact on the business
    5. Ideation of solutions using the Hofstede model
    6. Creation the culture design blueprint

    1. Culture design, customer centric design, experience design

    1. Expected 30% reduction in attrition of new employees
    2. Rise in the ranking of preferred workplaces to work in

    Alternative revenue stream creation

    Playing chess

    1. One of the world's largest petroleum and energy company based in the Middle East

    1. A state-owned oil company in Middle East and a fully integrated, global leader in petroleum and chemicals enterprise
    2. Ask: to explore alternative value chain for crude oil in non-fuel applications

    1. Value chain audit and trend forecasting
      • 11 non-fuel value branch identification in the crude oil value chain
      • 06 product value chain immersions
      • 03 mega opportunity clustering
      • 01 opportunity deep dive
      • 15 product offerings quantified and feasibility execution

    1. Value chain audit, process optimization, future forecasting

    1. Company diversification announced
    2. Acquisition of downstream processors underway as per recommendation
    3. 1.5X enhancement on the IPO valuation post diversification
    4. Company was well positioned to capitalize the opportunities arising out of Pandemic

    QSR outlet location strategy re-design

    Indian young married couple playing jenga table game at home having fun

    1. An American multinational chain of QSRs with global footprint

    1. A QSR food (fast food) chain with 3000 plus outlets across 30 countries worldwide
    2. Ask: to optimize the outlet strategy for MENA region in wake of the pandemic

    1. Strategy review, future forecasting, trend mapping, ethnographic research, need map generation, geographical survey
      • Tracking of traffic to and from target group hotspots in 15 cities
      • Overlaying and co- mapping of QSR outlets against fuel stations, malls and shopping strips in 5 cities in Middle East
      • Menu review viz a viz traffic flow and average ticket size

    1. Customer centric design, value chain audit, experience design, value, proposition augmentation, participant alignment

    1. 50% better brand visibility as per latest brand audits
      • 25% more unique visitor logged in non-peak hours
      • 50% store reporting a jump in till revenues
      • 50 unique stores launched with drive through + delivery only models 40% reduction in operating costs with the simplified menu
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